APS Bank’s Career Development Department has rolled out a new training initiative aimed at improving the customer experience. Inspired by the FISH! Philosophy and the energised attitude that it promotes, the Customer Service Academy focuses on enhancing staff teamwork, innovation and morale. The programme was delivered over 9 months to the Bank’s customer facing teams and included modules on quality service, emotional intelligence, interpersonal skills, time and stress management, and developing a growth mindset by building rapport with customers, acting on feedback and complaints and fostering positive team dynamics.
Elaine Calleja, Head of Career Development commented, “The FISH! Philosophy has provided the foundation to enhance the Bank’s service culture and remind colleagues on the value of being passionate about their work, whilst ensuring an excellent customer experience. We look forward to extending this novel training across the Bank.”
